Live Engagement Supports Sales Targets and Digitalisation Strategy at KBC Bank [Case Study]
Belgium’s KBC Bank prides itself on offering an exceptional customer experience through its network of branches and its digital banking channel. As its customers desire to process their bank and insurance affairs digitally increased, the bank moved towards an omnichannel strategy with regional online sales and support centres operating as KBC Live.
So, when finding the right customer service technology to enable KBC Live to create the very best customer experience, the bank turned to Vee24’s intelligent, multi-experience customer engagement platform.
Since implementing Vee24’s live engagement platform including text and video chat, cobrowsing and screen sharing, KBC has been meeting its banking customers’ needs:
- 75% of customers who give ratings, give the agent a maximum 5-star rating
- 85% of all home loan contracts are signed digitally using KBC Touch or KBC Mobile
- 44% of all instalment loans are signed digitally
And, the bank’s agents are registering positive feedback as they cobrowse the website with the customer, make eye contact, and respond to non-verbal signals.
“We investigated a number of live chat technologies, and our decision to use Vee24 was based on no-footprint being required at the customer side, video quality and integration with KBC’s apps. This gave Vee24 a distinct advantage.”
General Manager KBC ICT Global Services, Sytner
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